Not satisfied with Online Service

I have a major issue for my foot which is 46 number and wide feet, am a loyal customer of HP for more than last 2 decades, I ordered the shoes when it arrived and tried it was a narrow model and not fitted me, I called upon the HP customer service on which they clearly refused me stating that online store does not have a refund policy, I mentioned them that i dint ordered the shoes for a refund instead if they have any wide model i am still interested to purchase they advised me to visit their outlet, where I visited at DHA, unluckily they dint had my size so as the shoes was of no need for me and neither they were refunding me the amount so i was forced to take a small size shoes of 45 size by force which was uncomfortable to me and for which i had to pay a much higher price of Rs 12,000 compare to the shoes i bought online for 3995, my overall experience was really bad and the trust level which i had on this brand has totally been lost. Regards